[rt-users] script problem with ticket create.
lists at thekingstech.com
Wed Dec 23 13:13:17 EST 2015
> Thanks for the help.
> However, that has not really fixed the issue.
> The way the system should work is that if an email comes in and a
> ticket is opened the requester should get an auto response. They
> should not get another response if they reply to that ticket.
> At this point if you reply to the ticket it is triggering an auto
> It almost has to be this script because if i disable it that doesn't
> happen. However, that also then breaks the auto response i want to go
> out on ticket create.
> On 12/22/2015 9:58 PM, Matt Zagrabelny wrote:
>> Your perl isn't correct for the logic of the scrip.
>> (($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') ||
>> (($self->TicketObj->QueueObj->Name || '') ne
>> On Tue, Dec 22, 2015 at 6:04 PM, norman <lists at thekingstech.com> wrote:
>>>> In the last week we upgraded our rt instance from 4.0.19 to 4.2.8
>>>> Before the upgrade we had a script that would aupo-reply to all new
>>>> tickets created by email unless they went to 2 queues in which we
>>>> would not
>>>> auto-reply at all.
>>>> Since the upgrade that script is sending out a message on all ticket
>>>> correspondence regardless of weather it's a create or not.
>>>> The condition is set to user defined and the code in custom
>>>> condition is
>>>> as follows.
>>>> ($self->TransactionObj->Type || '') eq 'Create'
>>>> ($self->TicketObj->Status || '') ne 'resolved'
>>>> ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' ||
>>>> What's wrong here or is it a different problem entirely?
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